E-commerce customer service associate

Job Description

E-Commerce Customer Service Associate

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ROYCE New York | Secaucus, NJ (On-Site) | Full-Time | $55,000–$65,000/year

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ROYCE New York crafts premium leather goods and personalized gifts for customers and corporate clients nationwide. Our Secaucus team keeps every online order running smoothly, from the first click to delivery.

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About the Role

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We’re looking for a detail-oriented, customer-focused E-Commerce Customer Service Associate to support our online customers. You’ll be the voice of ROYCE for shoppers who reach out by email, chat and phone. You’ll resolve issues quickly and make sure every customer has a great experience with our brand.

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What You’ll Do

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• Respond to customer inquiries by email, live chat, phone and social messaging within set response times
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• Handle order changes, cancellations, returns, exchanges and refunds
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• Track shipments and resolve delivery issues, including lost or damaged package claims with carriers
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• Assist customers with personalization and monogramming orders, making sure details are accurate before production
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• Work with the warehouse, production and marketing teams to fix order problems and share customer feedback
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• Keep accurate notes on customer interactions in our helpdesk and order systems
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• Spot recurring issues and suggest improvements to processes, FAQs or product pages
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• Support high-volume periods, including the holiday season and promotions
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What We’re Looking For

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• Bachelor’s degree
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• 3–5 years of customer service experience, ideally in e-commerce, retail or consumer products
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• Experience with e-commerce platforms and help desk tools
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• Excellent written and verbal communication skills
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• Strong attention to detail, especially for personalized orders
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• A calm, solutions-focused approach to frustrated customers
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• Comfortable with Microsoft Office or Google Workspace
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• Able to work on-site in Secaucus, NJ, Monday–Friday
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Nice to Have

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• Experience with luxury or premium brands
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• Familiarity with returns management and carrier claims (UPS, FedEx, USPS)
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• Bilingual (English/Spanish)
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Compensation & Benefits

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• Salary: $55,000–$66,000 per year, depending on experience. Candidates with 4–5 years of e-commerce customer service experience and strong platform skills will be considered for the upper end of the range.
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